Thread regarding Frontier Communications Corp. layoffs

A bottom up fix is required now

As a craft employee of FTR, this company has shown it's ineptitude in dealing with customer service and preventive maintenance. We are losing customers based on missed commitments, repeat trouble, and a deteriorated outside plant. The systems in place make first contact and eventual service a nightmare for the customer. Assignment errors and bad people skills have plagued Frontier from the beginning. If these important issues continue to be ignored, the churn rate will erode our customer base to bankruptcy. Mismanagement of repair and installs have the outside craft furious. We have the answers to resolve the churn but nobody to contact. Suits cannot fix this implosion. Raising rates do not address the inefficiency of current guidelines and rules. The churn will not stop until programs, policies, and even typical day to day working rules are changed. A bottom up fix is required now. Quality service is only achieved by efficient dispatch, assignment, and trouble shooting assistance to the tech in the field. By 2021, if the direction of these stuff shirt id–ts is not changed....RIP FTR!

Really good point from @W8RKhEM-4xpuz.

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Post ID: @10GKyhq4

10 replies (most recent on top)

Yeah that all sounds about right. Now take your story and multiply it by thousands more just like it year after year and now you have the full picture of just how little this companies management cares about its customer base.

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Post ID: @10GKyhq4-ikmu

My mother, unfortunately, is or was a customer of Frontier Communications in North Carolina. It all started with only getting .5mbps download speed on the internet. She was paying for 6 mbps. At .5 mbps, internet does not work. After spending hours on the telephone with customer service and Tech support (mainly waiting for someone to pickup) it was agreed to send a technician out to see if they can fix the problem, and no it was not to just add another router. Well no came out. After several more calls and hours wasted, we decided to just have them disconnect the internet. Well they messed that up too. They disconnected everything, telephone included. This was on August 21st. After countless calls and hours on the telephone, which is totally worthless, they first said the the phone would be back on in 24-48 hours. On August 26th phone still was not on, again spent countless hours on the phone being transferred, disconnected, etc... talking to 10 different people to find out that service would not go on until the 11th of September and we would have to have a new telephone number and account. Obviously I said this was unacceptable and finally they said they put in a Stage Code (I think this is another word for don't help the customer) and phone service should be back on in 24-48 hours. Well that did not happen and on September 2 called again they said it is scheduled for the 11th. After complaining again, they said again they would put in a Stage Code (remember don't help the customer!). Of course no service. I checked on line today and now it says service on the 18th! I called today, the 9th, and they say it was originally scheduled for the 18th. Something is seriously wrong with this company.

There is NO CUSTOMER SERVICE, there is NO TECH SUPPORT.

Share price today is running around .83 cents per share.

My advise to employees, no matter the tenure is seek employment elsewhere. Read all the customer reviews, this company is sinking and sinking fast. All the Senior Management and Directors of the company should have the decency to resign and if they don't should be fired. The company at this point has no value, and should be given, if possible, yes given, for the sake of the employees and what customers they have left to a reputable communication company!

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Post ID: @10GKyhq4-hqsh

AMEN TO THAT

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Post ID: @10GKyhq4-2axi

The sad truth is my friend, is that they think they are doing a bottom up fix right now by disciplining us for their on the fly rules.

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Post ID: @10GKyhq4-1uof

There is no way out for Frontier. It’s just a matter of time now.

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Post ID: @10GKyhq4-qzh

It takes a special person to purposefully SINK the ship. Then, when someone later (almost always too late if the FEDS have anything to do with it) sifts thru the wreckage, it will become apparent what was done. How do you pronounce this word? Is it “EN-RON” or “END-RUN”? Mr. MacCarthur...er, McCARTHY?

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Post ID: @10GKyhq4-bik

You got it! I believed for many months that that top level managements goal is to run the company into the ground. It is the only theory that works. They insist on employees using bad systems, putting roadblocks and taking away systems that we actually use.
It’s all lip service. While behind the scenes they undermining us

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Post ID: @10GKyhq4-lrm

Copy that !!!

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Post ID: @10GKyhq4-ndf

Both nailed it on the head. Very good and real comments

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Post ID: @10GKyhq4-jit

You make some valid points. Unfortunately it is too late. Ftr hired managers with no clue on how the telecom buisness is ran and in return these managers have hired the same type employees at the base level. Back in the day of GTE/Bell Atlantic-VZ the job was a TRADE. You had to take multiple tests to even get hired for the position you were applying for. There were standards put in place so there wasn't mistakes in hiring clueless employees when it comes down to basic electronics and circuitry. They started hiring people that are clueless with basically waving the apprentice time. Then hiring people close to top scale who had no experience. Then refuse to get rid of them for failure to do their jobs. So starting toxic environment between older employees and newly hired. The company has created their own demise. It will never recover. It is a rampant plague across all their footprints at every level and position.

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Post ID: @10GKyhq4-fun

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